Customer Success Manager
Customer Success Managers at AI companies own a portfolio of post-sale customer relationships, with accountability for adoption, retention, and expansion across the contract lifecycle. The day-to-day is classical CSM: running structured onboarding, monitoring customer health, driving usage against agreed success criteria, navigating renewals, and identifying expansion opportunities through ongoing partnership with the customer's stakeholders. CSMs at AI companies need working fluency in their company's product so they can guide customers through implementation, but the deeper technical work—integration architecture, deployment design—usually sits with solutions engineering or forward-deployed counterparts. These roles typically sit within dedicated customer success teams, partnering with sales on renewals and expansion, with product on customer feedback, and with support on escalation paths.
Skills
What companies are looking for in this role.
Managing customer portfolios and accounts to drive retention and expansion revenue
Onboarding and training customers to ensure rapid adoption of enterprise software platforms
Serving as the primary strategic point of contact and trusted advisor for assigned accounts
Monitoring and proactively managing customer health through key performance indicators and metrics
Identifying and executing expansion opportunities within existing customer accounts
Leading implementation and integration of software solutions into customer workflows and business processes
Conducting regular business reviews and executive touchpoints with customer leadership
Collaborating cross-functionally with Sales, Product, and Engineering teams to address customer needs and influence roadmap
Conducting discovery conversations to uncover customer pain points, use cases, and business objectives
Building and developing high-performing customer success teams and coaching direct reports
Creating and operationalizing playbooks, processes, and metrics to scale customer success operations
Forecasting revenue, renewals, and expansion pipeline with disciplined accuracy and governance
Performing root cause analysis and incident management for production issues and escalations
Translating customer feedback and operational insights into product and infrastructure improvements
Architecting industry-specific workflows and solutions tailored to vertical markets or business segments
Developing deep domain and vertical expertise to provide industry-specific guidance and best practices
Leading organizational change management and driving digital transformation adoption within customer enterprises
Advising customers on artificial intelligence capabilities, agentic systems, and AI-powered business process optimization
Managing technical infrastructure deployments and hardware lifecycle for large-scale systems
Building trusted relationships based on empathy, active listening, and genuine care for customer success
Operating with high autonomy and ownership while making decisions that impact customer and business outcomes
Communicating complex technical and product concepts to non-technical business stakeholders and executives
Thriving in ambiguous, fast-paced environments and rapidly adapting to changing customer and business priorities
Influencing and partnering with executives and peers across organizational boundaries to drive strategic outcomes
Evangelizing product value and educating customers on innovative capabilities and market trends
Escalating and de-escalating conflicts and risks with customer tact and strategic judgment
Technology
The tools and technologies that define this role.
Open Jobs
194 open Customer Success Manager jobs across 41 companies.
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